Digital experiences in travel and leisure live or die on how well they serve people at moments of real excitement or uncertainty. User research and testing helped multiple brands improve their digital presence and better serve customers.
Who’ve we worked with?
A diverse range of travel and leisure providers, including Celebrity Cruises, Centre Parcs, Disney, Gleneagles Hotel, Hand Picked Hotels, Ennismore, Hoxton, Inntravel, Arena Racing Company and F&P Travel.
What did we do?
We improved the usability and effectiveness of websites by understanding user behaviour, identifying pain points, and providing powerful, actionable recommendations.
Let’s talk specifics:
Through a mix of user discovery research and usability testing across different client projects, we used these methods:
- 1-2-1 interviews and usability testing with experienced and first-time users
- Remote and in-person testing across mobile and desktop platforms
- Competitor benchmarking to highlight best practices
- Live streaming of research sessions to enable client teams to observe user behaviour firsthand
- Prioritisation of insights for immediate and long-term improvements
What were the key outcomes?
- We’ve worked on refining booking journeys for brands such as Celebrity Cruises, Disney, and Inntravel. Subsequently, we improved content hierarchy and minimised potential drop-off points, as well as providing UX-driven design recommendations.
- We’ve enhanced navigation and content, focusing on creating accessible user experiences. We’ve done this for Centre Parcs, The Hoxton, and Ennismore.
- Competitor insights always play a key role in driving strategic improvements. This was particularly true in the work we did for F&P Travel. We used these insights to strengthen brand positioning and of course, implementing trust-building UX enhancements.
What impact did we make?
Let’s not forget – most websites and digital experiences are based on guesswork.
In contrast, our work ensures that user insights and facts are at the heart of digital transformation efforts across the travel and leisure industry.
Across these projects, our research has helped travel and leisure brands to:
- Improve their digital presence, leading to stronger customer engagement and more user-friendly experiences.
- Use our insights to improve design, content, and development processes, ensuring their websites meet the needs of their audiences effectively.
Client testimonials
“We were really impressed with the UX testing and the results/insights we’ve gained, and we’re really excited to share it with the wider senior teams. So, thank you for turning around the whole project so quickly. It was exactly what we needed.”
– Louise Lowry, Head of Digital Marketing, Celebrity Cruises
“It’s been great to work with you both again too, thanks for helping us get some valuable feedback, this has been really insightful as always!”
– Teegan Harvey, Digital Marketing Executive, Disney
“We have recently used the quick & dirty usability testing method to test a new launch on our website, with huge success. The whole testing was turned around really quickly and professionally. Huge thank you to the Web Usability team.”
– Vicky Clark, Marketing Manager, F&P Travel
More about these services
Find out more about our usability testing services and user research services